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xaiden290's profile

Participant

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1 Message

Wednesday, May 7th, 2014 10:45 PM

at&t download speed issues. so far ive had 2 techs come out and ive called 3 times still no solution

we just got a uverse package with advertised 24 mb/s. with a minnimum of 18 mb/s speeds. and we got cable and 2 wireless cable boxes as well. since weve had this all setup our internet has been messed up. videos buffer all right and web pages load decent and speedtest.net comes up with the apropriate speeds but as soon as anything at all in the house needs to download anything at all such as updates for windows or updates for our phones or just downloading a simple file off of the internet. it doesnt matter where the file is from or what device im useing i never get above 1.5 mb/s. but at&t says there tests all check out fine and 2 techs have been out 2 seperate times only to scratch there heads and tell me "there is a problem but we dont know what it is" i also had this problem with my previous provider (being comcast). as a computer tech myself the only thing i can think of is electromagnetic interference with the modem because we live about 1 mile from am/fm tower array. (although it doesnt matter if your connected wired or wireless the problem persists) or that the port that they have us hooked up to via "roadside" has gone bad as i know that if thats the case the tests they run can still come back just fine. anyone have any ideas on this issue?  

ACE - Master

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6.9K Messages

10 years ago


@xaiden290 wrote:

we just got a uverse package with advertised 24 mb/s. with a minnimum of 18 mb/s speeds.

 

There are no guaranteed minimum speeds

 

and we got cable and 2 wireless cable boxes as well. since weve had this all setup our internet has been messed up. videos buffer all right and web pages load decent and speedtest.net comes up with the apropriate speeds but as soon as anything at all in the house needs to download anything at all such as updates for windows or updates for our phones or just downloading a simple file off of the internet. it doesnt matter where the file is from or what device im useing i never get above 1.5 mb/s. but at&t says there tests all check out fine and 2 techs have been out 2 seperate times only to scratch there heads and tell me "there is a problem but we dont know what it is" i also had this problem with my previous provider (being comcast). as a computer tech myself the only thing i can think of is electromagnetic interference with the modem because we live about 1 mile from am/fm tower array. (although it doesnt matter if your connected wired or wireless the problem persists) or that the port that they have us hooked up to via "roadside" has gone bad as i know that if thats the case the tests they run can still come back just fine. anyone have any ideas on this issue?  


Since this is account specific I would recommend that you send a private message to the escalation team at ATT Customer Care and someone will get in touch with you. Please include your name, account number, email address, phone number and the best time to contact you. Their normal business hours are from 7am to 10pm Central Time. It may take up to 48 hours for them to respond and please take into account weekends when contacting them.  

 

Customer care is not the same as customer service. They are a dedicated escalation team that gets issues resolved when other means have failed.

 

To check for their reply, click the little blue envelope.

Contributor

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1 Message

10 years ago

Edit: sorry, I didn't see you were a computer tech before posting.

 

Given that, my post  is not anything you probably haven't thought of already. Are you sure that the speed you are seeing from the downloads is not showing up in MB/s instead?  Given that 24Mbps is exactly 3MBps, at 1.5MBps you still aren't getting your full speed, but it could be related to server side issues as well.

 

Just a thought... 🙂

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